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Priscilla

UX Designer

Back

Priscilla

myBTG helpdesk app

myBTG helpdesk app

BTG

BTG

Screenshot of the ticket detail page on myBTG helpdesk app

Role

UX Designer
Business Analyst

Timeline

May 2025 - Jul 2026

Tasks

Interaction design
User research
Design & functional specs
Roadmap & backlog prioritisation

Tools

Figma
Figjam
GitLab
Confluence

myBTG is a web-based app integrated with BTG’s ERP and other business-critical tools, enabling the development of tailored features for the business as an MSP.

Currently used by engineering teams to keep track of tickets, record job notes, and enter time in a "service order" in the ERP. Also includes quoting, billing, and reporting tools for BTG's operational support teams.

The project

I led the myBTG redesign project to integrate with a new helpdesk system

I led the myBTG redesign project to integrate with a new helpdesk system

I was excited to return to BTG in a new capacity as UX Designer / Business Analyst while they were in the early stages of implementing a new helpdesk system, Jitbit.

The first milestone was to migrate workflows of BTG’s operational support teams from Outlook and into myBTG, utilising Jitbit's helpdesk ticketing features.

The new design aims to tackle issues and opportunities identified through user research, guided by universal design principles and working with business requirements and technical constraints.

Identifiable data in screenshots have been replaced to preserve privacy.

I was excited to return to BTG in a new capacity as UX Designer / Business Analyst while they were in the early stages of implementing a new helpdesk system, Jitbit.

The first milestone was to migrate workflows of BTG’s operational support teams from Outlook and into myBTG, utilising Jitbit's helpdesk ticketing features.

The new design aims to tackle issues and opportunities identified through user research, guided by universal design principles and working with business requirements and technical constraints.

Identifiable data in screenshots have been replaced to preserve privacy.

A user flow example where a sub-ticket can be created for communicating with a supplier, separate to the conversation with a customer.

The challenge

Mapping and analysing workflows created in Outlook

Mapping and analysing workflows created in Outlook

I interviewed 5 people across the Procurement, Finance and Operational Support teams to capture their processes and tasks. While Outlook works well enough for their day-to-day, a lot of workarounds have been implemented to stretch its capabilities to more than just an email client. The research identified opportunities to reduce cognitive load and improve efficiencies with delegating and keeping track of tasks and communications.

Key findings from 5 user interviews with people across the operational support teams.

Workload is managed using Outlook features like categories & folders.

Workarounds are created within Outlook constraints to track ownership, progress, and visibility over each other's tasks.

Accuracy is highly valued to foster strong relationships.

Pride is taken to complete requests with attention to detail, often juggling tasks & conversations with sensitive info.

Daily work spans across multiple other systems.

Including the Quick Quotes quoting tool, spreadsheets, SharePoint file storage, existing myBTG app, and the ERP.

Image of a recreated Outlook mailbox screen

Recreation of example of the Outlook screen for a Procurement team member. They receive requests via a shared mailbox, pick up the task by tagging the email with categories, then file the email in a folder once the task is completed.

We’re always in this mentality of filing everything against the customer. I can go back to the file system and find everything. Otherwise the searching is too much.

We’re always in this mentality of filing everything against the customer. I can go back to the file system and find everything. Otherwise the searching is too much.

Participant B

You got so many duplicated emails, but there's no choice. We always CC everything to the shared mailbox. Otherwise my team won’t know what I’ve sent to the client.

You got so many duplicated emails, but there's no choice. We always CC everything to the shared mailbox. Otherwise my team won’t know what I’ve sent to the client.

Participant A

Ideation

Translating Outlook workflows into myBTG, using native Jitbit ticketing functionality

Translating Outlook workflows into myBTG, using native Jitbit ticketing functionality

I proposed user flows and kicked off ideas with wireframes and sketches, working closely with engineers to ensure technical plausibility. The goal is to combine the new ticketing functionality with external integrations, to optimise new ways of working in myBTG which can be easily adopted by the operational support teams.

  • Image of a user flow diagram and various screenshots of features from the app.

    Requests are still sent to a shared mailbox, now processed by Jitbit and captured as tickets visible in myBTG. Replies and categorisations are handled directly in a ticket using Jitbit default and custom fields, like Requester and Assignee, and custom fields like Account and Location, among others.

  • Image of user flow diagrams which is part of a wider user journey to demonstrate multiple integrations with the helpdesk app

    User flows to support quoting, the most common task for the Procurement team in particular. Done through integrations with their quoting tool and purchase order (PO) feature in the ERP.

  • Image of a user flow diagram and various screenshots of features from the app.

    Requests are still sent to a shared mailbox, now processed by Jitbit and captured as tickets visible in myBTG. Replies and categorisations are handled directly in a ticket using Jitbit default and custom fields, like Requester and Assignee, and custom fields like Account and Location, among others.

  • Image of user flow diagrams which is part of a wider user journey to demonstrate multiple integrations with the helpdesk app

    User flows to support quoting, the most common task for the Procurement team in particular. Done through integrations with their quoting tool and purchase order (PO) feature in the ERP.

  • Screenshot of wireframes showing the ticket list page and ticket detail page

    First iteration of the ticket list & details pages.

  • Screenshot of wireframes of various UI components to select an account, select ticket actions, and send a reply.

    Early iterations of specific UI components.

  • Image of hand drawn sketches of pop-up modal, side drawer, and due date UI component.

    Sketches to try out ideas for individual components in specific flows.

  • Screenshot of wireframes showing the ticket list page and ticket detail page

    First iteration of the ticket list & details pages.

  • Screenshot of wireframes of various UI components to select an account, select ticket actions, and send a reply.

    Early iterations of specific UI components.

  • Image of hand drawn sketches of pop-up modal, side drawer, and due date UI component.

    Sketches to try out ideas for individual components in specific flows.

The fun part

Designing a streamlined way to manage tasks and communications

Designing a streamlined way to manage tasks and communications

My focus with the design is to ensure myBTG features are easy to learn and use, while ensuring that tickets can easily be seen, delegated, and updated accurately.

I carefully considered UI patterns and interactions to support the Jitbit native ticketing flows, and flows tailored for the operational support teams.

  • Request emails are processed by Jitbit and can now be tracked as tickets in myBTG.

  • Integration with ERP to fetch purchase order (PO), to send to supplier as part of ordering.

  • Integration with an external quoting tool to support the most common requests/tasks for the Procurement team in particular.

  • Request emails are processed by Jitbit and can now be tracked as tickets in myBTG.

  • Integration with ERP to fetch purchase order (PO), to send to supplier as part of ordering.

  • Integration with an external quoting tool to support the most common requests/tasks for the Procurement team in particular.

Translating Outlook workflows into myBTG, using native Jitbit ticketing functionality

I proposed user flows and kicked off ideas with wireframes and sketches, working closely with engineers to ensure technical plausibility. The goal is to combine the new ticketing functionality with external integrations, to optimise new ways of working in myBTG which can be easily adopted by the operational support teams.

Screenshot of the ticket creation screen in the existing helpdesk app.

Screenshot of the screen in the old myBTG app to create or update a "Service Order".

Adapting to evolving requirements

I had to adapt the designs to changing or new business requirements or technical constraints.

For example, BTG would like to encourage setting a due date when a ticket is set to Scheduled. As advised by the Frontend Engineer, triggering additional flows and components is easier when the data sits in its own menu, rather than the status dropdown component with the other options.

Another example is adding flows to the Requester field to support selecting shared mailbox contacts from the ERP. As this is not native Jitbit functionality, the design changed to include prompts.

Image to show how the Requester field was moved to allow for more CTAs for shared mailbox contact and a diagram of the contacts architecture.

Clearly communicating features, processes, or concepts

I designed interactions combined with clear, concise language to prevent errors without being obtrusive, particularly for tasks requiring accuracy like sending replies, and closing or cloning tickets.

Some UI components and interactions were adapted to better accommodate data and errors, like the pill component to display file information within interactions to upload or viewing ticket attachments.

Screenshots of the close ticket pop-up showing a validation error message and the clone ticket pop-up to select cloning options
Before and after screenshots of the attachments pill component evolution to accommodate validation errors

Optimising designs for commonly used resolutions based on analytics

The new myBTG designs are optimised for 1920 x 1080 monitor screens and 1280 x 720 laptop screens used by majority of BTG staff according to analytics data on the existing myBTG.

I created mobile designs for the ticket details page for adding full responsiveness into the backlog.

Screenshots of the ticket page on 1920px and 1280px screens
Screemshot of the ticket page on mobile screen

On the roadmap

Engineering teams user research

The first project milestone is still in development, but will be followed by QA, UAT, and bug fixes before launch. For the BA side of my role, I wrote acceptance criteria for the scope of work and created a release plan.

I conducted interviews with 20 engineers across 8 teams to prepare for the second milestone to migrate the engineering teams to the new app.This uncovered pain points and feedback on what’s working well with not only the existing myBTG but also business processes.

The research will inform improvements and features to port over from the existing myBTG, including time entries and task checklists.

Key insights from a second round of user interviews with 20 engineers, across 8 teams

BTG engineers show enthusiasm in doing their jobs well.

This is a common observation regardless of the engineer’s experience level or tenure at BTG. They rely on each other and many systems in the BTG ecosystem, including myBTG, in their daily work.

Each person has their own limit for tolerating overhead caused by limitations in myBTG or processes.

While they’re generally proactive with resolving blockers, many engineers end up creating workarounds using other tools to perform their jobs effectively.

Engineers want information to be easily accessible and centralised in myBTG.

The biggest challenge is finding scope and exclusions for customer contracts in order to complete requests and enter time. They acknowledged data is sprawled across multiple systems.

Better incorporation of processes into myBTG is desired in a more consistent and non-contradictory manner.

Like stronger links to customer SLAs and engineer KPIs, as well as developing more tailored features for engineering teams outside of the core helpdesk teams.

It would be better if the SLA is automatic, but have an option to edit it. For example, if it's node down, it should be automatic within two hours. Currently we have to click the option. So many manual things going on.

It would be better if the SLA is automatic, but have an option to edit it. For example, if it's node down, it should be automatic within two hours. Currently we have to click the option. So many manual things going on.

Participant L

Participant L

It would be good to have a ticket classification, type, or flag to indicate it is for a security incident. Helps differentiate and capture fields/data specific to security incidents, which are different than operational incidents.

It would be good to have a ticket classification, type, or flag to indicate it is for a security incident. Helps differentiate and capture fields/data specific to security incidents, which are different than operational incidents.

Participant X

Participant X

I don’t use the Start and End time feature on the time entry form. I make sure I get my hours in at the end of the day. I kind of just chunk it in.

I don’t use the Start and End time feature on the time entry form. I make sure I get my hours in at the end of the day. I kind of just chunk it in.

Participant R

Participant R

It would be nice to have priorities. I can’t tell which tasks to do first. I can’t tell which one is a dependency on another.

It would be nice to have priorities. I can’t tell which tasks to do first. I can’t tell which one is a dependency on another.

Participant G

Participant G

  • Screenshots of the previous time entry form compared to the new time entry form design

    Refining the time entry form to reduce cognitive load by simplifying the form using duration and hiding the Start & End times via progressive disclosure.

  • Screenshot of the new task checklist page with a combination of completed and incomplete tasks

    Porting over the task checklist features into new myBTG, with improvements based on research feedback.

  • Screenshots of the previous time entry form compared to the new time entry form design

    Refining the time entry form to reduce cognitive load by simplifying the form using duration and hiding the Start & End times via progressive disclosure.

  • Screenshot of the new task checklist page with a combination of completed and incomplete tasks

    Porting over the task checklist features into new myBTG, with improvements based on research feedback.

Reflection

A challenging but fun project

After previously being a Product Owner of myBTG for over 5 years and coming back in a UX capacity, it’s been rewarding to see the evolution of the app from initial launch to the progress we made on the new version with a new helpdesk system.

Leading technical requirements like APIs and other integrations from UX requirements that came out of user research has resulted in a change of mindset for senior leadership to reduce reliance on building out of assumptions.

I’m proud of my contribution to it and I hope the new UI will bring value to the people who use the app on a daily basis once it’s launched.

I'm open to work

I'm open to work

Let's chat

Let's chat

Email me

Email me

View resume

View resume